Customer Support Specialist - Junior LD at SOFTSWISS

📍 Job Overview

Job Title: Customer Support Specialist - Junior LD
Company: SOFTSWISS
Location: Tbilisi, Georgia
Job Type: Full-Time, On-site
Category: Customer Support
Date Posted: July 24, 2025

🚀 Role Summary

Key Responsibilities: Provide timely, empathetic, and well-structured assistance via live chat and email to ensure seamless customer experiences.
Key Skills: English proficiency (B2 level or higher), strong soft skills, excellent typing speed, problem-solving ability, team player, and customer satisfaction-oriented mindset.

📝 Enhancement Note: This role focuses on delivering exceptional customer support, requiring strong communication skills and a customer-centric mindset. Prior experience in customer support and familiarity with the iGaming industry are beneficial but not mandatory.

💻 Primary Responsibilities

Respond to Customer Inquiries: Handle live chats and emails professionally and efficiently, ensuring high customer satisfaction through quality communication and accurate issue resolution.
Assist with Account Verification: Guide customers through account verification and document processing procedures.
Provide Comprehensive Advice: Offer clear and detailed guidance to resolve customer concerns effectively.
Use Internal Tools Effectively: Utilize provided tools and workflows to manage customer support tasks efficiently.
Escalate Complex Issues: Document and escalate complex or unresolved issues to the appropriate team.
Maintain High Service Standards: Ensure speed, accuracy, and professionalism while handling a high volume of conversations.
Work on Shift Schedule: Operate on a shift schedule of 2/2, alternating between day and night shifts (12 hours each).

📝 Enhancement Note: This role requires a high level of multitasking, prioritization, and adaptability to handle various customer inquiries and maintain service quality under time constraints.

🎓 Skills & Qualifications

Education: Relevant education or training in customer support, communication, or a related field.

Experience: Proven experience in customer support or a relevant role is preferred but not required.

Required Skills:

English proficiency (B2 level or higher)
Strong soft skills – patience, empathy, and problem-solving ability
Excellent typing speed and ability to work efficiently with multiple software tools
A team player with a strong sense of accountability
A customer satisfaction-oriented mindset

Preferred Skills:

Prior experience in customer support
Familiarity with the iGaming industry

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Experience: Highlight your experience in customer support, including the number of tickets handled, customer satisfaction scores, and any awards or recognition received.
Problem-Solving Skills: Showcase your ability to resolve complex customer issues by providing examples and explaining your approach.
Communication Skills: Demonstrate your written and verbal communication skills through customer interactions, reviews, or testimonials.

Technical Documentation:

Process Documentation: Include any process documentation or standard operating procedures you've created or improved to enhance customer support efficiency.
Training Materials: Share any training materials or guides you've developed to help onboard new team members or improve customer support skills.

📝 Enhancement Note: While a web portfolio is not explicitly required for this role, demonstrating relevant skills and experiences through examples can strengthen your application.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. According to Glassdoor, the average salary for a Customer Support Specialist in Tbilisi, Georgia, is around GEL 1,500 - 2,500 per month. However, this can vary based on experience, skills, and the company's size.

Benefits:

Full-time work opportunities
Private insurance
An additional Day Off (1) per calendar year
Sports program compensation
Comprehensive Mental Health Programme
Free online English lessons with native speakers
Generous referral program
Training, internal workshops, and participation in international professional conferences and corporate events

Working Hours: The role requires working on a shift schedule of 2/2, alternating between day and night shifts (12 hours each).

📝 Enhancement Note: The salary range provided is an estimate based on market research. It is essential to verify the salary and benefits package directly with the hiring organization.

🎯 Team & Company Context

🏢 Company Culture

Industry: SOFTSWISS operates in the iGaming industry, focusing on software development and customer support services.

Company Size: SOFTSWISS is a mid-sized company with a growing team, offering opportunities for professional development and career growth.

Founded: The company was founded in 2008, with a strong focus on innovation and customer satisfaction.

Team Structure:

The customer support team consists of dedicated professionals who work collaboratively to ensure seamless customer experiences.
The team is led by experienced managers who provide guidance, training, and support to help team members grow professionally.

Development Methodology:

SOFTSWISS follows Agile methodologies to ensure efficient and effective customer support service delivery.
The company emphasizes continuous improvement, regular feedback, and open communication among team members.

Company Website: www.softswiss.com

📝 Enhancement Note: SOFTSWISS values a customer-centric approach, fostering a collaborative and supportive work environment that encourages employee growth and development.

📈 Career & Growth Analysis

Customer Support Career Level: This role is an entry-level position (Junior LD) within the customer support career path. As a Junior Customer Support Specialist, you will gain valuable experience in handling customer inquiries, resolving issues, and maintaining high service standards.

Reporting Structure: This role reports directly to the Customer Support Team Lead, who provides guidance, training, and support to help team members grow professionally.

Technical Impact: In this role, you will directly impact customer satisfaction and service efficiency by ensuring clear communication, accurate issue resolution, and consistent adherence to internal processes.

Growth Opportunities:

Promotion to Senior Customer Support Specialist: With experience and proven performance, you may advance to a senior role, taking on more responsibilities and mentoring junior team members.
Transition to Other Roles: As you gain experience and develop new skills, you may explore opportunities in related fields, such as quality assurance, project management, or team leadership.

📝 Enhancement Note: SOFTSWISS offers growth opportunities for motivated and dedicated team members, providing a pathway for career progression and professional development.

🌐 Work Environment

Office Type: SOFTSWISS offers a comfortable and modern office environment in Tbilisi, Georgia, fostering collaboration and productivity among team members.

Office Location(s): The company's main office is located at 5a Tornike Eristavi St, Tbilisi, Georgia.

Workspace Context:

Collaborative Workspace: The office features an open and collaborative workspace, encouraging team members to work together and share ideas.
Comfortable Workstations: Each workstation is equipped with ergonomic furniture and multiple monitors to ensure optimal comfort and productivity.
Breakout Spaces: The office includes breakout spaces and recreational areas for team members to relax and recharge during breaks.

Work Schedule: The role requires working on a shift schedule of 2/2, alternating between day and night shifts (12 hours each). This schedule allows for a healthy work-life balance and ensures continuous customer support coverage.

📝 Enhancement Note: SOFTSWISS provides a comfortable and collaborative work environment that supports the well-being and productivity of its team members.

📄 Application & Technical Interview Process

Interview Process:

Online Assessment: Complete an online assessment to evaluate your English language proficiency and problem-solving skills.
Phone/Skype Interview: Participate in a phone or Skype interview to discuss your customer support experience, communication skills, and cultural fit with the team.
On-site Interview: Visit the SOFTSWISS office in Tbilisi for a final interview, during which you will have the opportunity to meet the team, learn more about the company, and ask questions.

Portfolio Review Tips:

Highlight your customer support experience, focusing on the number of tickets handled, customer satisfaction scores, and any awards or recognition received.
Demonstrate your problem-solving skills by providing examples of complex customer issues you've resolved and explaining your approach.
Showcase your communication skills through customer interactions, reviews, or testimonials.

Technical Challenge Preparation:

Familiarize yourself with the iGaming industry and SOFTSWISS products to better understand the context of customer inquiries.
Brush up on your English language skills, focusing on written and verbal communication, as well as listening comprehension.
Prepare for scenario-based questions that assess your problem-solving skills, customer-centric mindset, and ability to work efficiently under pressure.

ATS Keywords: English Proficiency, Customer Support, Problem-Solving, Communication Skills, iGaming Industry, SOFTSWISS Products, Shift Schedule, Customer Satisfaction, Internal Tools, Account Verification, Document Processing, Issue Resolution.

📝 Enhancement Note: The interview process for this role focuses on assessing your communication skills, problem-solving abilities, and cultural fit with the SOFTSWISS team. Prepare thoroughly and demonstrate your enthusiasm for customer support and the iGaming industry.

🛠 Technology Stack & Web Infrastructure

As this is a customer support role, there is no specific technology stack or web infrastructure to mention. However, familiarity with the following tools and platforms may be beneficial:

Customer support ticketing systems (e.g., Zendesk, Freshdesk)
Live chat platforms (e.g., LiveChat, Olark)
Email clients (e.g., Gmail, Outlook)
Project management tools (e.g., Asana, Trello)
Collaboration tools (e.g., Slack, Microsoft Teams)

📝 Enhancement Note: While this role does not require a deep understanding of web technologies, familiarity with customer support tools and platforms can help you perform your job more effectively.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Prioritize customer needs and strive to exceed their expectations in every interaction.
Empathy: Approach customer issues with understanding and compassion, putting yourself in their shoes.
Professionalism: Maintain a high level of professionalism in all customer interactions, ensuring accurate and timely issue resolution.
Continuous Learning: Stay up-to-date with industry trends and SOFTSWISS products to provide informed and effective customer support.

Collaboration Style:

Teamwork: Work collaboratively with your team to ensure seamless customer experiences and efficient issue resolution.
Open Communication: Maintain open and transparent communication with your team, sharing information and seeking guidance when needed.
Knowledge Sharing: Contribute to the team's collective knowledge by documenting processes, sharing best practices, and mentoring junior team members.

📝 Enhancement Note: SOFTSWISS fosters a customer-centric and collaborative work environment, encouraging team members to support one another and strive for continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Inquiries: Manage a high volume of customer inquiries efficiently, maintaining high service standards and accurate issue resolution.
Complex Issues: Resolve complex customer issues, requiring strong problem-solving skills and a deep understanding of SOFTSWISS products and services.
Shift Schedule: Adapt to a shift schedule, working on alternating day and night shifts to ensure continuous customer support coverage.

Learning & Development Opportunities:

Product Training: Familiarize yourself with SOFTSWISS products and services to provide accurate and informed customer support.
Industry Knowledge: Stay up-to-date with industry trends and best practices in customer support and the iGaming industry.
Soft Skills Development: Enhance your communication, problem-solving, and teamwork skills through on-the-job training and collaboration with your team.

📝 Enhancement Note: This role presents unique challenges and opportunities for growth, allowing you to develop your customer support skills and advance your career within the iGaming industry.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for scenario-based questions that assess your ability to handle customer inquiries, resolve issues, and maintain high service standards.
Industry Knowledge: Brush up on your knowledge of the iGaming industry and SOFTSWISS products to demonstrate your enthusiasm and commitment to the role.
Problem-Solving: Practice problem-solving techniques and approaches to tackle complex customer issues effectively.

Company & Culture Questions:

Company Values: Familiarize yourself with SOFTSWISS's company values and be prepared to discuss how you embody these values in your work.
Team Dynamics: Research the customer support team and be ready to discuss how you would contribute to a collaborative and supportive work environment.
Career Growth: Prepare a thoughtful response to questions about your long-term career goals and how this role fits into your professional development plan.

Portfolio Presentation Strategy:

Customer Support Experience: Highlight your customer support experience, focusing on the number of tickets handled, customer satisfaction scores, and any awards or recognition received.
Problem-Solving Skills: Demonstrate your problem-solving skills by providing examples of complex customer issues you've resolved and explaining your approach.
Communication Skills: Showcase your communication skills through customer interactions, reviews, or testimonials.

📝 Enhancement Note: Prepare thoroughly for the interview, focusing on your customer support experience, problem-solving skills, and enthusiasm for the iGaming industry. Demonstrate your commitment to SOFTSWISS's company values and customer-centric approach.

📌 Application Steps

To apply for this customer support specialist position:

Submit Your Application: Visit the SOFTSWISS careers page and submit your application through the provided link.
Prepare for Online Assessment: Brush up on your English language skills and familiarize yourself with customer support best practices to excel in the online assessment.
Research SOFTSWISS: Learn about the company, its products, and industry presence to demonstrate your enthusiasm and commitment to the role during the phone/Skype interview.
Prepare for On-site Interview: Familiarize yourself with the customer support team, company culture, and growth opportunities to make a strong impression during the final on-site interview.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Specialist - Junior LD